US Fireplace Store Reviews 1,154

Awful experience. Bait and switch. They billed me over $1200 then when the items didn’t function as they said they would, said I needed another $775 part after they said the original order was everything that I needed. DO NOT buy from them!

Start to finish this experience was great. Easy web navigation, great product and product info. Packaged to protect and delivers all that was promised. Would go to these folks again.

My product showed up open box it had no tape keeping the box closed. No packing around my products. Terrible

I ordered the heater I thought in plenty of time before the weather turned cold. Time went by and suddenly the weather forecast changed. I reached out to the company to see when my product was to be delivered. I was informed my order was still in production, I explained of the changing weather conditions and explained I had perishable items that were subject to freezing. Customer service informed me they would notify the shipping department. I received my order seemed like overnight and was able to keep the perishables from freezing. I was very happy with the urgency in which my product was shipped and was pleased with the quality of the product.

There was always someone on the phone to speak with about orders. They were a bit slow in shipping the order, but the product teceived was exactly as described

I have been looking at this ventless fireplace for a couple of years comparing pricing and looking for a contractor to install.
when i finally decided, US Fireplace Store had competitive pricing and helpful customer service. My only issue was the fireplace was delivered earlier than anticipated however that was due to the delivery service not calling me in advance to schedule delivery. They too were very helpful when i realized it was being delivered and i was at our Virginia Home 5 hours away. the delivery guy made sure the item was secure and wrapped to protect it from the elements until we could arrive later that week. My FP was installed last week and i absolutely love it. It warmed the room very quickly. I purchased the Monessen Exacta 42" Vent Free Circulating Clean Face Firebox

I ordered fireplace doors and frame around October 25. The hinges were defective in the fact that threaded holes were not threaded. I sent pictures and made numerous calls, and each time I spoke to someone different, and had to keep repeating the problem. Instead of sending new hinges, they sent a new frame, because they said the problem was the holes didn't line up with the holes in the hinges. Then they sent the frame to a totally wrong address, and I had to travel to pick this up at a location 5 miles away for a part that I did not need.
Almost a month later and I still don't have the correct part (hinges).
This has been a total fiasco. The emails I have received have been so impersonable. I would have thought an offer of a partial refund would have been offered for all of the trouble.

Buyer beware. Non-functioning product, fragile fake looking overpriced inserts. Worst of all- absolutely no support. Don't believe the website!

I've ordered two separate occasions and both times takes about 2 weeks before it leaves the store.

Poor customer service. I ordered a remote and receiver from US Fireplace Store. The unit I ordered was not compatible with my fireplace. I immediately contacted customer service for instructions to return the unit. I was told there was a restocking fee which I understand. I was told the "warehouse" would send return instructions. It has been over three weeks. I have not received the return instructions and customer services no longer responds to my e-mails. Also, "Anna", "Tom" and customer service all have the same e-mail address. I cannot emphasize enough that potential customers should think twice before ordering from this website.

Ordered a part that took nearly 2 weeks to receive. Called customer service twice to try and get some understanding of the delay, no one could tell me what was going on or where my order was in the process. I would not recommend ordering from this company.

Ordered these items in November of last year and they were never even delivered. By the time my contractor went to install the fire place the herringbone bricks were not even inside. I had no idea they were suppose to be shipped by themselves and not with the firebox package. Was also missing the collar. I had to repurchase the bricks and collar to finish the install and the bricks on one side are warped.Sonow there is a gap. Not happy at all with this company.

Asked if they had an item, and expected any problems with it: Jared answered no problems, no worries. Placed the order.
No news after 7 days- emailed for status update.
No news for 3 days- called. Call help couldn't figure it out.
Order cancelled without reason on day 12.

Now I get to hope a different company will ship quickly and that, at best, I'm on the roof in wintry December.

They were excellent in customer care and were prompt in response

Everything arrived quickly and was as described a little more complex to hook up than implied but is hooked up and functioning beautiful

The carried better tools then the junk available at big box stores.
Quick delivery. Very professional.

Ordered logs. When received, 3 were cracked. I contacted us fireplace support and I sent photos, as requested, and have not had any response. I have called 3 times to follow up with no success. Still do not have replacement logs. Communication and customer service is poor.

No one should ever buy anything from your company. Worst service. Send a defective item and refuse to honor a return. No response nothing!!

Good experience, great product!